The player from the Czech Republic faces delays in account verification despite submitting various documents, including proof of account ownership and a bank statement. He reports that the casino is not cooperating with his withdrawal attempts.
Casea Casino - Player's withdrawal is delayed due to verification issues.
Opened
Current status
Waiting for Casino Guru to reply
4d 17h 28m 50s
Casea Casino
Safety Index 7.1 Above averageCase summary
Discussion
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Public
5 days ago
Translation
The casino is still dragging out my account verification, I sent them everything from confirmation of account ownership, to a bank statement where they see the card number written in my name. And they still don't want to cooperate. I'm sending some documents that I sent them.
Automatic translation:
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casea Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was restricted?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the verification requirements and reasons to not accept your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
